CX AI Optimization Partner
Hybrid · Utah, United States
Job Summary
CX AI Optimization Partner role focused on improving AI-assisted customer experiences across BambooHR. Responsible for diagnosing AI performance issues (misrouting, incorrect escalations, weak retrieval, grounding problems, low confidence responses, hallucinations), leading testing and validation of prompts and routing updates, and driving experiments (Pilots, A/B tests) to improve AI behavior and customer outcomes. Collaborates with Customer Experience, Product, Engineering, Knowledge Management, and Operations; translates technical insights into actionable business recommendations; supports release readiness and reduces regressions; aims to optimize escalation paths and self-service, monitor AI performance metrics, and communicate tradeoffs and opportunities to stakeholders. Requires 5+ years in related fields, experience with AI-supported systems, testing, and cross-functional influence; strong communication and ability to operate in ambiguity. Bachelor’s degree or equivalent practical experience.
Required Qualifications
- Bachelor's degree or equivalent practical experience
- 5+ years of experience in customer experience operations, digital support, systems optimization, product operations, service design operations, technical program management, analytics, or related field
- Experience diagnosing complex system behaviors and driving improvements through cross-functional partnership
- Working knowledge of AI-assisted support systems, including prompt behavior, retrieval and grounding concepts, routing logic, escalation patterns, and AI failure modes
- Experience evaluating AI systems in production environments
- Experience designing and supporting testing efforts, pilots, experiments, A/B testing, or iterative rollouts
- Strong analytical and problem-solving skills with ability to connect technical findings to customer and business outcomes
- Excellent written and verbal communication skills
- Strong stakeholder management and cross-functional collaboration abilities
- Ability to operate effectively in ambiguity and influence without direct authority
- Bachelor's degree or equivalent practical experience
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